[ds968]

We have three local Porsche dealers, I won't mention the name of the one I called and it's not as if this was the first time it happened
( I probably would chalk that to " it's possible the voice message did not record " [img]style_emoticons/<#EMO_DIR#>/rolleyes.gif[/img] ) but it's the second time this year so I'm annoyed enough to share this..

I called and asked for the service department ( my plan was to see if they install windshields at the dealer or if they farm that out to some local XYZ shop, and if so which one..) and was told their service advisors are helping customers at the moment but I can leave a voice message for the lead advisor and he'll call me back when he is free. So I left a voice message, not specifying what it was that I wanted, not the model car that I own, but rather simply that I would like to speak to the service advisor regarding my Porsche. For all they knew, I could have a GT just out of warranty and in need of a $ 10,000 engine repair.. [img]style_emoticons/<#EMO_DIR#>/dry.gif[/img]

I left the message at 9 am, yesterday ! No one called me back. Seriously, folks ?! How TF do you manage to run a sucessful business without observing basic customer or potential customer protocols like the common courtesy of returning your messages ?

Argh.

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[Johannvb]

I live in the Netherlands where Customer Service is a foreign concept. So things work a little different her, but in my experience very few companies reply to voice messages. Emails work better, but calling them back yourself until you get someone on the phone is the best solution. And in the end it is the least frustrating method.

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[94SilverCab]

I would go with your gut and call back to ask for the Service manger again, and leave a message that you do have a CGT with a $10,000 issue. When your call is immediately returned, you will have the person on the line...no problem.

Jay

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[flwbyu]

What? You actually expect good service today?

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[Fox944]

call sales and ask to speak with the General manager. Complain to him.

As far as warranty work goes, dealers love warranty work. It really makes little difference to them if your car is under warranty or not. The factory pays them labor for the work @ whatever rate the store charges, and the parts are free to them.

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[ds968]

Yeah, no kidding .. what was I thinking ?! [img]style_emoticons/<#EMO_DIR#>/laugh.gif[/img] After calling service places like the HP tech support center ( in Bangalore I presume ), the DMV ( "your wait is approximately 35 min., please do not hang up" ), the IRS refund line ( yes, for the first time in a decade or more I got some money back this year [img]style_emoticons/<#EMO_DIR#>/smile.gif[/img] ) , I suppose I should not be surprised about the leve of customer attention ( lack thereof ) one can expect. That said, those places receive millions of calls, but how many calls can a Service guy at a local Porsche dealer get to prevent him from calling back in two days ?! Interestingly enough, their parts dept is always very responsive, helpful, etc.

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[flash]

it's a new feature of the site - we have issued caller ID tags on all of our "special" members to all porsche dealerships

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[ds968]

[img]style_emoticons/<#EMO_DIR#>/tongue.gif[/img] that explains it.

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[ebarone968]

You got the old general mailbox (helping other customers voice mail) !! Very frustrating. I always wonder where those messages go. Probably the same place my missing socks end up [img]style_emoticons/<#EMO_DIR#>/tongue.gif[/img]
They always seem to not have received the message when you call back after the 40th time [img]style_emoticons/<#EMO_DIR#>/mad.gif[/img] [img]style_emoticons/<#EMO_DIR#>/dry.gif[/img]

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[rxter]

I always push the "for sales" button. Then at least I get a human. Half the time they just put me back into the service menu loop, but the other half of the time its a lot faster. That's probably why parts answers - they are selling parts.

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